Executive Summary (This is a document excerpt)

More and more IT organizations are beginning to develop true business service management (BSM) systems by doing two things: Understanding the metrics their business users employ to decide if IT is providing value, and linking these metrics and their associated business services to IT infrastructure components. BSM is, essentially, a journey involving: the introduction of automation through software; using service improvement initiatives to support process disciplines; and sometimes even reorganizing IT departments. Forrester has identified the most common stages of a BSM strategy and the varying stages of adoption for each stage and technology: IT asset management; ITIL processes; service-level management; auto-discovery and the CMDB; and business process mapping.

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